The System Operations Associate plays a critical role in ensuring seamless client setup, configuration, and ongoing maintenance of client licensing and provisioning within the client's platform. This role will manage platform configurations, troubleshoot licensing and provisioning issues, and support data upload tasks to ensure our customers have the right products activated on time and accurately.

This highly collaborative role interacts with cross-functional teams, including Implementation, Project Management, and Customer Success, to ensure smooth product delivery and support.

• Configure and maintain client accounts within the client's platform, including provisioning, system updates, and deactivations.

• Manage bulk data uploads, including property and user information, survey participants, and training records.

• Build and administer system configurations, including survey, training, and policy setups, as applicable.

• Troubleshoot system issues, escalating complex cases as needed to internal technical teams.

• Assist with user management, including account creation, permissions setup, and deactivations.

• Provide technical support to Implementation and Project Management teams, ensuring smooth client onboarding and ongoing system usage.

• Generate and distribute reports cross-departmentally to support internal and external stakeholders.

• Collaborate with Product, Engineering, and Customer Success teams to improve system workflows and address client needs.

• Utilize Salesforce and other project management tools to track implementation and system requests.

• Maintain detailed documentation of system processes, configurations, and troubleshooting steps.

• Contribute to process improvements to enhance efficiency and scalability.

• Experience in SaaS implementation, system operations, customer success, or related client-facing roles.

• Strong technical aptitude with the ability to quickly learn and configure SaaS platforms.

• Advanced Excel skills for data preparation and bulk uploads.

• Strong organizational and time management skills, with the ability to handle multiple projects simultaneously.

• Excellent communication skills, with the ability to explain technical concepts to non-technical users.

• Ability to work independently and collaborate effectively across departments.

• Experience with Salesforce, CRMs, Google Workspace, and project management tools (Asana, Jira, etc.).

• Detail-oriented with strong problem-solving skills and a commitment to continuous improvement.